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How to use the Inbox feature
How to use the Inbox feature

Learn how to manage and resolve alerts using the Inbox feature

Anjelica avatar
Written by Anjelica
Updated over a week ago

Please note: The following feature is available for all of Birdie’s packages.

The inbox will enable you to track and coordinate all issues and concerns raised against your Care Recipients - and most importantly it gives you a single place to view and respond to issues happening in real time. You can add a concern directly from the agency hub as well as filter through alerts allowing you to work as efficiently as possible.

For those on the Core, Advanced, Plus, Advanced care management, Premium, Essentials, and Care Management packages the inbox will also include Actions. The Actions feature will allow you to schedule a manual action, assigning this to a member of the team to be completed by a set date. This is handy for monitoring back-office jobs and keeping track of important tasks. For more guidance on the actions feature, please see this article here.

How to get started with Inbox

Go to the Agency Hub and click on the Inbox tab at the top. Here you will see all the alerts raised by your care staff and by the medication manager.

Click on the Action needed tab to view the alerts you need to respond to. Click on the alert, you can update the severity of the alert and add a comment to say what actions you have taken.

Alerts are automatically assigned with a medium severity level when only one type of alert is triggered, e.g. a geolocation alert. This will change to a high severity level when more than one type of alert is triggered e.g. geolocation and a QR code alert is triggered.


How to resolve an alert


To resolve an alert, click on the alert you want to resolve and change its status to 'Resolved' with the drop-down menu and click 'Save changes'. The alert will automatically move to the resolved folder of your inbox.

If an alert needs additional work before resolving you can select 'in progress' which will move it to the in-progress folder.


How to resolve multiple alerts

We’ve made it possible to select and respond to multiple alerts in your Inbox. To do this, please enable the ‘Multi select’ toggle on the top of the Inbox tab.

This will take you into multi-select mode.

In this mode, you’ll then be able to select the alerts that require your attention. To select, you can:

  • Select the tickbox next to any alert; or

  • Use the quick select button to select multiple alerts at once, i.e. 'select next 20' (see image below)

You can then update the severity and status of those alerts on the right of the screen.

Simply click 'Save changes' to apply to your selected alerts.


How to filter alerts

To find an alert, you can use the filters on the left of the page. You can filter by Date range, Group, Client and Carer. For those on the above-named packages, you'll also be able to filter Actions assignee.

Below those filters, you'll also be able to filter by the type and severity of the alert.

Those leveraging our actions and tags features can also filter by actions and tags, including action status and tag type.

To filter actions by assignee, for instance, click ‘More filters’, choose your 'Actions assignee' and tick the appropriate ‘Action status’ you wish to filter by.

You can also filter for actions due in the future (e.g. in February or in 6 months’ time).


How to remove an alert

It is not possible to remove or delete an alert entirely this is because you should retain an audit trail of all records pertaining to your Care Recipients. If you want an alert removed you can resolve it. 

Alternatively, if there is a legitimate reason for the deletion e.g. alert added to the wrong Care Recipient in error, Birdie is able to delete these with confirmation. To do this, please reach out to our support team via the chatbot function or email at [email protected].


How to create a new concern

You can manually create a concern, by clicking on ‘Add new’ and selecting 'Concern' at the top of the screen.

For more on how to do this, read the article here!


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